Warranty / Returns / Exchanges
Sending your package:
If you need to send us a package for any reason please shoot us an email and let us know what the issue is. We may have an easy solution that doesn't involve sending in your gear. Otherwise we will reply with our address and instructions.
We are located in West Melbourne, FL 32904. Our mailing address is not listed on the website, we like to know what is coming please.
Repairs and exchanges are generally free. We will cover the round-trip shipping cost if the problem is due to a mistake or error on our end.
Otherwise you will need to pay for the repaired or replaced item to be shipped back to you. The customer service team will let you know if that is the case.
All Zpacks gear is guaranteed against defects in materials or workmanship for 1 year from the date the product is received. If something appears to be failing, we will take care of it for you by either repairing or replacing the product based on the specific needs of each case.
We are also able to provide basic repairs at no cost for the reasonable lifespan of your gear. Special accommodations must be approved by our staff for repairs unrelated to defects and/or common wear and tear.
If you experience any trouble with your gear, please let us know and our staff will work with you to find a reasonable solution.
Returns / Exchanges:
Zpacks accepts returns and exchanges on unused products for 30 days from the date the product is received. Customers are encouraged to test the fit of their backpack, sleeping bag, and clothing items indoors to ensure they are satisfactory. All tents should be carefully set up in a grassy area to be evaluated.
Any products with sweat, dirt, mud stains, pet hair, or odors will be ineligible for return.
If you experience sizing difficulties or you are not completely satisfied with your purchase, you are welcome to send the unused item(s) back for an exchange or full refund (less shipping) within the 30 day period.
For returns and exchanges outside of the 30 day period special accommodations must be approved by our customer experience team. All returns outside of this period will only be eligible for store credit and will be subject to a 20% restocking fee.
Custom products (items with modifications that are not available on our website) are non-returnable.